Stuff
When is the Next NACA Holiday?
Family Day 02/21/2022 (Canada)
SES or ES on the title of an email means?
Expert Services which is always a "Time off" event - As a Time off event this denies the analyst from any PTO that date and if PTO is needed, we are to ask the manager who it should be moved to.
Our Service Level Goal during peak season:
80% of calls taken within 10 minutes
Calls holding in queue, outside of peak season, that queues and analyst in that queue should be looked over at what time mark?
3 minutes
Name of the Software to turn on or off Queues manually
CCaaS
What is the Name of Ana's Dog?
Tiwan
Team huddles are usually standard of how many minutes?
20 minutes
In the NASWFM mailbox, when should emails be marked as "Read"
Never; all emails remain "Unread" and taken or distributed into the WFM analyst mailbox that is working on any particular email.
*exceptions are group emails that are Flagged until the event is over and stored in (WFM Team info) Folder
How are any Retroactive Schedule Changes or Changes within the "Lock Period" entered?
Manager Remove with comments
What is the only Queue that is CCB only during Team meetings?
X3
What is the Name (doesn't have to be exact) of our newest queue added to Verint/Genesys
Sage Portal Chat
Huddles over 20 minutes solution?
Email the manager and CC the director (and CC NASWFM) of any huddles going over 25/30 minutes and any negative affect it may or is causing. If issue continues with the same group and the manager or director corrects there actions, advise Tom to escalate if needed or to at least advise we are aware and trying to fix the issue. (suggestions?)
An email in NASWFM, should not remain in the mailbox over how long?
30 minutes. Emails can contain skilling changes, and schedules changes that affect calls holding in queue
What week do Huddles & Team meetings begin?
02/07/22
With a Manager remove or Group Adherence, what should they both always contain?
Notes
Our latest Survey / Training name?
Personal Data Protection (PDP) launch
Starting 01/28/22
This Danish mathematician's work in the early 1900's lead to the creation of a formula that is still used today in call center's around the world
Agner Kraup Erlang
Longest interacting calls should be checked as a stuck call at what time?
2 Hours
At 6 Hours, how many breaks does an analyst get?
4 Hours = 1 break
5 Hours = 1 break
6 Hours = 1 Lunch /1 break
6.5 - 10 Hours = 2 Breaks / 1 Lunch
10 Hours + = 3 breaks / 1 Lunch
The phenomenon of losing paid staff hours to other activities (other than FL) and circumstances is referred to as:
Shrinkage
This is the act of tracking and measuring to what degree phone reps worked their actual schedules assigned to them
Schedule Adherence
Name of our (WFM's) Director
& Trick question, their email address
Sarah Taylor
& ( Sarah.Taylor2@sage.com )
What does IVR stand for
Interactive Voice Response
What Day does our WFM Team Meetings fall on?
Wednesday :)
When making skilling changes you go where in Verint and Where in Genesys?
Genesys > Admin > People > Search the analysts name & skill set > select the Check box
Verint > User Management > Skills > search & select analysts > Click "Add" > Select Skill & Save